We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 352408 results
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Decision Reference DRN-4676385
12 Mar 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4676385 The complaint Mr S complains about the approach National Savings and Investments (“NS&I”) has taken to strong customer authentication. What happened Mr S has several products with NS&I and accounts with a number of other businesses too. Mr S has a computer upstairs and ... (3 pages)View decision -
Decision Reference DRN-4216809
12 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4216809 The complaint Mr M complains that Santander UK Plc (“Santander”) acted irresponsibly in giving him a credit card with a £2,400 credit limit. What happened Santander opened a credit card for Mr M in December 2018 and gave him a credit limit of £2,400. Mr M already had a basic ba... (3 pages)View decision -
Decision Reference DRN-4647236
12 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4647236 The complaint Mr L complains about esure Insurance Limited’s valuation of his car following a claim on his car insurance policy. What happened Mr L’s car was written off by esure following an accident. esure valued Mr L’s car at £7,010. Mr L says the settlement esure offered fo... (2 pages)View decision -
Decision Reference DRN-4676909
12 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4676909 The complaint Mr A complains Nationwide Building Society unreasonably blocked and then closed his accounts with them. What happened Mr A held a number of accounts with Nationwide. In July 2023 the society blocked his accounts and asked him for some information about how the acc... (3 pages)View decision -
Decision Reference DRN-4676929
12 Mar 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4676929 The complaint Mr L complains about the way Tesco Underwriting Limited has handled a claim he made on his car insurance policy. What happened In early 2023 Mr L made a claim on his Tesco car insurance policy. An object had hit his windscreen causing a large crack to form. Tesco ... (4 pages)View decision -
Decision Reference DRN-4670639
12 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4670639 The complaint I, a limited company complains that Santander UK Plc unfairly blocked and closed its bank accounts. I’s complaint has been brought to our service by its director, Ms B. What happened I had a current account and savings account with Santander. Ms B says she used t... (3 pages)View decision -
Decision Reference DRN-4663488
12 Mar 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4663488 The complaint Miss N complains Nationwide Building Society won’t refund about £130,000 she says she lost to an investment scam. What happened Miss N met a man on an online dating app, I’ll call him “A”. A told Miss N he was a professional trader and that he traded cryptocurrenc... (6 pages)View decision -
Decision Reference DRN-4434089
12 Mar 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4434089 The complaint Mr L complains J.P. Morgan Europe Limited, trading as Chase, blocked his account without explanation nor notice and withheld his funds. Mr L also complains about the poor customer service he’s received. To keep matters simple, I will refer to Chase mainly in my de... (3 pages)View decision -
Decision Reference DRN-4660938
12 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4660938 The complaint Mr B complains that Monzo Bank Ltd won’t reimburse him after he fell victim to a scam What happened Both parties are aware of the circumstances surrounding this complaint, so I won’t repeat them in full here. But briefly, both parties accept that in February 2023,... (4 pages)View decision -
Decision Reference DRN-4676381
12 Mar 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4676381 The complaint Mr G complains that Starling Bank Limited have unfairly declined to refund him, after his phone was stolen and used to make several transactions. He subsequently had his account closed. He’d like the transactions refunded to him. What happened Mr G held an account... (4 pages)View decision
